IMPROVING THE QUALITY OF PUBLIC SERVICES AS A PRIORITY OF PUBLIC SERVICE REFORM

Abstract

The article is devoted to the provision of public services as one of the aspects of administrative reform. The author considers the specificity, development and legislative support of administrative reform and comes to the conclusion about the beginning of its new stage and gradual introduction of methods and tools of ‘new public administration'. It is noted that the final consumer, able to assess the effectiveness of public services, is a citizen. People's satisfaction with interaction with the state has become the main ‘driver' of improving the quality of public services. The introduction of the system of public services in Russia contributed to the development of a new culture of interaction between government and society. The time has come to extend this experience to the entire public service workforce, including those who are not directly involved in the provision of services to citizens. This refers to the orientation of performance towards concrete, measurable and socially significant results. Such an approach, in addition to increasing the satisfaction of citizens, can significantly increase the motivation of civil servants to interest them in the quality of the performance of their duties. The creation of multifunctional centers ‘My Documents' indicates a vector for reforming the civil service - it is overcoming the departmental disunity, closure of the civil service system, the inclusion of various social groups and professional communities in assessing the effectiveness of the state apparatus. In addition, the ‘digitalization' of public services significantly reduces their potential corruption, thus making the state more transparent.